ServiceNow Service Desk - Create a single REQ ticket for a single source

Identity Security Cloud (ISC) ISC Discussion and Questions
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1

Hi All,
We have integrated ServiceNow Service Desk Service Request in SailPoint IdentityNow for disconnected sources. We are generating REQ request for provisioning and deprovisioning and also mapping IDN with REQ ticket status.
In Leaver scenario, when an identity in deprovisioned lifecycle state then IDN raise a REQ type ticket for the disconnected sources. If identity have access to 4 different disconnected sources, 4 RITM tickets are created and tagged with 4 SCTASK for the same REQ request.
Now, we have a requirement to create separate REQ ticket for every disconnected source the identity have access. I also have few questions here -

  1. Can we generate separate REQ request for all the disconnect source the identity has access?
  2. if yes, is SailPoint able to track all of the REQ tickets for an identity?

I need help on this issue.

2

I recently ran into this issue. We only had 3 different flat-file sources, so we just created 3 different ticketing integrations. If you only have a few systems to create tickets on, I’d recommend that approach.
However, if you have a lot, you may be better off using a workflow to loop through the accounts and create termination tickets for them.

3 Likes
3

I’ll second this approach, if you want separate tickets, a separate SDIM for each disconnected source will achieve that. You may need to do some standardization of the sources and SDIMs which will make managing them easier (you can use script for updates for example), but regardless a separate SDIM will make a ticket for each source.

4

Hi Kevin, Thanks for your reply.
We have multiple flat file source, so creation pf multiple SDIM is not a correct option for us.
But, in case of workflow solution, by the workflow we can create incident ticket (like: INC0010006). But we want to create REQ ticket for our case. Do you know is that possible in this case.

5

hi All,

I am facing similar issue with my Jira SD integration where one user has 2 disconnected apps and when we offboard the user after changing the lifecycle state from active to inactive, Sailpoint is trying to create single provisioning plan to disable all disconnected apps instead of creating separate provisioning plans and then generating separate jira SD tickets.

This is very generic case where separate provisioning plan should be created in similar fashion for connected apps, is there any configuration we are missing to handle this case?

Error I get in SP-

sailpoint.connector.InvalidRequestException: [ InvalidRequestException ]
[ Error details ] Invalid request received to IT Service Desk System. Status: 400, Output: {“errorMessage”:"Your request could not be created. Please check the fields have been correctly filled in. Please provide a valid value for field ‘Summary’",“i18nErrorMessage”:{“i18nKey”:“sd.validation.request.creation.failure.required.field”,“parameters”:[“Please provide a valid value for field ‘Summary’”]}}

Provisioning plan -

“message”:"Dumping Provisioning Plan details : <?xml version='1.0' encoding='UTF-8'?>\n

\n

<ProvisioningPlan nativeIdentity="nitin sehgal">\n
**<AccountRequest application="App1 [source]" **
**nativeIdentity="nitin sehgal" **
**op="Disable"/>\n **
**<AccountRequest application="App2 [source]" **
**nativeIdentity="nitin sehgal" **
op="Disable"/>\n
\n
\n
<entry key="identityFirstname"
value="nitin"/>\n
<entry key="identityLastname"
value="sehgal"/>\n
<entry key="identityName"
value="nitin sehga"/>\n
<entry key="identityRequestId"
value="cb347b76a61b46ad96cda35becdc1343"/>\n
<entry key="opened_by"
value="712020:fcf62d1b-3ec0-4fa4-b008-ad53b902e321385"/>\n
<entry key="requested_for"
value="712020:343febea-17ba-4305-9003-cf8f47321d61801"/>\n
<entry key="requester"
value="Prasad Annamica"/>\n
<entry key="source"
value="WebService"/>\n
<entry key="accountdisplayName"
value="e-mail"/>\n
<entry key="affectedappid"
value="ba34ea8e-e9c5-467b-9d60-3bedaewqeaf6eac1:27"/>\n
<entry key="businessdomainid"
value="ba34ea8e-e9c5-467b-9d60-3bedawqeaf6eac1:3"/>\n
<entry key="entdisplayName"
value="Groups"/>\n
</Map>\n
</Attributes>
\n<
/ProvisioningPlan>\n",

6

Hi Nitin,
Thank you for your response.
Looks like, we are facing same problem for service desk, if you are able to find any solution for this, please let me know so that we can also try the same in our case as well.
Thanks,
Pritam